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Genesys Cloud Architect / Sr Telecom Engineer

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Robert Half

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Location:
United States , Albuquerque

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Genesys Cloud Architect / Sr Telecom Engineer is a senior technical leader responsible for the design, optimization, and long-term strategy of the Genesys Cloud CX platform. This role combines architectural ownership with hands-on engineering, ensuring a reliable, scalable, and high‑performing contact center environment.

Job Responsibility:

  • Lead the end-to-end architecture of Genesys Cloud CX, including voice, digital channels, routing, integrations, and analytics
  • Develop and maintain roadmap, standards, and best practices for platform design and evolution
  • Configure, administer, and optimize Genesys Cloud, including IVR, routing, and self-service workflows
  • Build and manage API integrations with internal and third‑party systems
  • Serve as Tier 3 escalation for complex incidents and participate in on-call rotations
  • Govern platform changes to ensure security, compliance, and alignment with IT standards
  • Partner with business and technical teams to translate experience goals into scalable solutions
  • Maintain documentation and mentor engineering teams on platform best practices
  • Other duties as needed

Requirements:

  • Bachelor’s degree in Computer Science, Telecommunications, IT, or equivalent relevant experience
  • At least 5 years of hands-on experience with Genesys Cloud CX, including administration, routing, and troubleshooting or other Contact Center Solution (Avaya Aura, Cisco Contact Center Enterprise (CCE) or Cisco Contact Center Express (UCCX) etc....
  • Strong expertise in VoIP technologies, SIP trunking, SBC console operations, and carrier connectivity
  • Familiarity with chatbot frameworks, speech analytics, and contact center processes
  • Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus
  • Exceptional problem-solving skills and a strategic mindset, coupled with the ability to execute technical solutions
  • Experience supporting high-availability, customer-facing environments
  • Genesys Cloud certifications and knowledge of architecture standards is a plus

Nice to have:

  • Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus
  • Genesys Cloud certifications and knowledge of architecture standards is a plus
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
January 26, 2026

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